MEJORA DE LA CALIDAD DEL SERVICIO QUE BRINDAN LAS EMPRESAS FERRETERAS

Resumen El sector ferretero es modelo de negocio con pocos estudios realizados para la medición de la satisfacción del cliente, es por ello que es de suma importancia realizar una investigación para determinar cuáles son los factores que más afectan a los clientes e implementar herramientas de mejora que ayudaran a incrementar dicha satisfacción. Para determinar cuáles son los factores que más afectan a la satisfacción del cliente, es necesario interactuar con ellos a través de encuestas y observaciones, para tener un dato clave y saber qué es lo que ellos buscan o esperan del servicio ofrecido por las ferreterías, y como se mencionó en un principio, determinar qué factores afectan su satisfacción. Una vez obtenidos los datos y determinado el factor o los factores que más inciden en la satisfacción de cliente, es necesario definir cuáles serán las mejores herramientas que se utilizarán para mejorarla. Las herramientas utilizadas para el incremento de la satisfacción del cliente son 5´s, Kanban, poka-yoke y kaizen, ya que son herramientas o metodologías de mejora continua que darán solución a muchos problemas en los procesos de servicio de las ferreterías, ya sea de tiempo, movimientos, espacios e incluso de atención al cliente, entre otros.Palabras Clave: Mejora, calidad, esbelto. IMPROVEMENT OF THE QUALITY OF SERVICE PROVIDED BY THE HARDWARE COMPANIESAbstract The hardware sector is a business model with few studies carried out to measure customer satisfaction, that is why it is very important to carry out an investigation to determine which are the factors that most affect customers and implement improvement tools that will help increase that satisfaction. To determine which factors are most affecting customer satisfaction, it is necessary to interact with them through surveys and observations, to have a key information and know what they are looking for or expect from the service offered by the hardware stores, and as mentioned at the beginning, determine what factors affect their satisfaction. Once the data has been obtained and the factor or factors that affect customer satisfaction have been determined, it is necessary to define the best tools that will be used to improve it. The tools used to increase customer satisfaction are 5's, Kanban, Poka-yoke and Kaizen, since they are tools or methodologies for continuous improvement that will solve many problems in the service processes of the hardware stores, either for time, movements, spaces and even customer service, among others.Keywords: Improvement, quality, lean

Use of Telemedicine for Post-discharge Assessment of the Surgical Wound: International Cohort Study, and Systematic Review with Meta-analysis

Objective: This study aimed to determine whether remote wound reviews using telemedicine can be safely upscaled, and if standardised assessment tools are needed. Summary background data: Surgical site infection is the most common complication of surgery worldwide, and frequently occurs after hospital discharge. Evidence to support implementation of telemedicine during postoperative recovery will be an essential component of pandemic recovery. Methods: The primary outcome of this study was surgical site infection reported up to 30-days after surgery (SSI), comparing rates reported using telemedicine (telephone and/or video assessment) to those with in-person review. The first part of this study analysed primary data from an international cohort study of adult patients undergoing abdominal surgery who were discharged from hospital before 30-days after surgery. The second part combined this data with the results of a systematic review to perform a meta-analysis of all available data conducted in accordance with PRIMSA guidelines (PROSPERO:192596). Results: The cohort study included 15,358 patients from 66 countries (8069 high, 4448 middle, 1744 low income). Of these, 6907 (45.0%) were followed up using telemedicine. The SSI rate reported using telemedicine was slightly lower than with in-person follow-up (13.4% vs. 11.1%, P<0.001), which persisted after risk adjustment in a mixed-effects model (adjusted odds ratio: 0.73, 95% confidence interval 0.63-0.84, P<0.001). This association was consistent across sensitivity and subgroup analyses, including a propensity-score matched model. In nine eligible non-randomised studies identified, a pooled mean of 64% of patients underwent telemedicine follow-up. Upon meta-analysis, the SSI rate reported was lower with telemedicine (odds ratio: 0.67, 0.47-0.94) than in-person (reference) follow-up (I2=0.45, P=0.12), although there a high risk of bias in included studies. Conclusions: Use of telemedicine to assess the surgical wound post-discharge is feasible, but risks underreporting of SSI. Standardised tools for remote assessment of SSI must be evaluated and adopted as telemedicine is upscaled globally